Manager Customer Service
Resume:
Muhammad Qazafi
CCIE X * (Voice, Collab, DC, RS)
VCP, VCAP, VCIX-NV
Network Voice/Data Architect
VP, Unified Communication
Lynnfield, MA 01940
*******.******@*****.***
Unique competency in translating business issues into network solutions including opportunity identification, requirements development, delivery, support and analysis. Extraordinary analytical talents and strong verbal/written communication skills with proven ability to quickly identify business needs and implement innovative, secure, high performance, stable network solutions that increase productivity while reducing costs. Comprehensive experience with VOIP and Data network planning, design and implementation. Broad executive core competencies, sharp business instincts, and big-picture perspective, continually seeking to optimize efficiencies, achieve operational excellence, and improve the bottom line. Inspirational, people-oriented leader with a talent for building word- class IT teams to deliver on common goals and drive results. CCNA, CCNA (Voice), CCNP, CCNP (Voice), CCDA, CCIP, Cisco Unity Design Specialist. 2015 Employee of the year Valued Contributor on Multiple Banking Solutions Eastern Bank – BOSTON, MA
VP, Voice/Data Network Jun 2010 – PRESENT
Financial Institution with 1,900+ employees working across 95 Retail branches and 28 Insurance sites with an asset of around 12 B
VP of Voice/Data Network
SCOPE: Overall Infrastructure responsibility 20+ major projects per annum $10+M budget 12-person team 2 direct reports Leadership of R&D, integrations, business systems, security operations, infrastructure, system integration, customer service, data center operations, service desk operations Recruited into a chaotic situation shortly after VOIP conversion. Led the charge to operate and build a world-class unified infrastructure with scalable enterprise systems and infrastructure supporting continued rapid growth (50% in 5 years). Faced barriers to growth head on, creating IT strategies, 3-year roadmap and governance for business alignment, fortifying the IT team with new talent, establishing program management practice, eliminating security risks, and more. Successfully led a wide variety of initiatives, including:
• Responsible for leadership and delivery of project-based assignments that encompass system architecture, proof-of- concept and deployment services for Enterprise customers.
• Led Data Center Architect for fabrics including Cisco ACI Pilot
• Developed and rolled out Data and Voice Innovation Lab to perform pre-implementation/upgrade tasks. Broad Technology perspective: Unified Communication, Datacenter, Routing/Switching Public, Private, PE-Backed, Multinational, Turnaround, & Rapid-Growth companies PROFES SI ONAL HI GHL I GHTS
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• Support and lead solution group development initiatives through development of solution offerings, pre-sales support and marketing efforts .
• Eliminated company's dependence on outside consulting firm for all implementations, monitoring, and support.
• Mentored and trained junior and mid-level IT staff, providing maintenance 200+ routers, logical switches, and Meraki access points.
• Implemented primary monitoring infrastructure for the entirety of the Eastern Bank LAN/WAN environments.
• Led the effort to integrate a newly acquired company of 300+ employees into the Eastern Bank network and server infrastructure, managing all communications, planning, and implementations.
• Developed and documented IT policy and procedures for use throughout the Eastern Bank IT organization, including change management, disaster recovery, and baseline build parameters.
• Researched, recommended, presented and approved new technologies to promote consistent evolution of the organization's enterprise networking and server base infrastructures.
• Diagrammed overall company networking infrastructure for internal security purposes.
• Responsible for overall secure enterprise design of the Eastern Bank infrastructure serving more than 130 locations.
• Responsible for SD WAN network design of the worldwide internal network serving more than 100 nodes for Eastern Bank
• Review and sign-off authority for all architectural designs for network, system, core services, and application frameworks.
• Configured and managed l device performance monitors, SNMP trending and reporting.
• Designed and managed the implementation of Eastern Bank new Data Center at COLO in Marlboro
• Defined strategies and migration plans for network architectural changes.
• Designed, developed and implemented a strategic network management plan.
• Led the audit of the telecom/network budget and delivered an annual savings of $400K.
• Perform system reviews of telephony environment and prepare findings documents outlining short and long-term strategies
• Facilitate and lead configuration planning meetings for specific technology projects
• Strong customer relationship skills that led customers through successful challenging projects
• Designed and deployed Cisco Unified Contact Center Enterprise (UCCE)
for 800-EASTERN automated IVR services.
• Designed and deployed Cisco WebEx Meeting Center (CWMS)
• Upgrade Cisco Unity to Cisco Unity Connection.
• Led rollout of UCS B and C series servers.
• Designed and deployed Edge Devices (VCS) for remote access.
• Implemented the video conferencing solution with Cisco Telepresence MSE 8000
• Spearheaded expansion and development of Retail and Insurance Branches.
• Drove SDK-Based integration with Eastern Insurance Mobile App.
• Designed and Implemented company’s unified collaboration architecture includes Reengineered all
communicating platforms
Muhammad Qazafi Page 3 of 5 513-***-**** *******.******@*****.*** Cisco unified communication manager (CUCM), Cisco Unity Connection (CUC), Cisco Contact Center Enterprise
(UCCE), Cisco Contact Center Express (UCCX), Cisco WebEx Meeting Server (CWMS), Cisco Presence Server
(CUPS), Cisco telepresence communication server (VCS), Cisco Emergency Responder (CER). Cisco Prime Assurance, Cisco Prime Provisioning.
• Implemented Cisco Unity connection integration with Microsoft Exchange and Office 365.
• Designed and deployed speech recognition IVR using Nuance technology.
• Delivered the Anywhere, Anytime and Any-Device jabber access securely and safely.
• Led rollout of Cisco ISE across 130 branches.
• Leading the project of converting traditional 3-tier Data Center Architecture with Spine-Leaf Architecture, using Cisco cutting-edge ACI technology
VALUE-ADDED RESULTS:
ENABLED BUSINESS GROWTH: Delivered 30+ programs for major transformation on time and on budget and grew the IT team 55% within first 2 years, supporting 30% revenue growth and 41% increase in head count while holding IT budget at 5% of revenue.
IMPROVED CUSTOMER SATISFACTION: Rolled out Cisco UCCE/IVR, customer-facing toll-free lines globally, localized in 2 languages, strengthening support and improving satisfaction. For first time in company history, now meeting 100% of support SLAs while providing customers with self-service options. REDUCED COSTS: Saved 54% on IT purchases as result of new vendor management and selection process. HEIGHTENED DATA QUALITY AND LOWERED TCO: Increased data quality 50% and improved processes 40% while achieving 99% uptime by implementing not only the HA but also the disaster recovery tertiary site. INCREASED EFFICIENCY: Achieved 100% compliance and decreased approval time from weeks to just days by eliminating manual spreadsheets and automated the whole process through Sales Force DEPLOYED SECURITY STRATEGY: Closed security gaps and increased SLA from 80% to 99% by revamping global network, firewall, and wireless with stronger security for all major sites. Standardized architecture while providing a high availability, seamless experience.
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Nielsen (TCS) – Cincinnati, OH 2005-2010
The Nielsen Company, and formerly known as ACNielsen or AC Nielsen, is a global marketing research firm, with worldwide headquarters in New York City, United with total employees up to 44,000 in over 100 countries, reported $600M annual revenue. Global Voice/Data Architect
Provided planning, design, implementation, and operation of Voice, Data network infrastructure projects. Managed projects to align with a defined $80M capital and $20M expense IT networking budget while supporting some 20,000+ users.
• Designed and deployed Media DR contact center applications using UCCX 8.0
• Designed and deployed contact center application in over 25 locations in North America.
• Designed and deployed the centralized VOIP solution for 30,000 users.
• Designed the centralized UCCE enterprise solution for 4000 agents.
• Designed and deployed Microsoft Lync conferencing solution using SIP trunk with Cisco CUBE.
• Performed technical presentations to customer base.
• Used configuration tools to provide accurate bill of materials.
• Created solution/design to fulfill customer requirements.
• Presented technical white board demonstrations to clients.
• Worked with Sales and customers to develop enterprise solutions.
• 95% Pre-Sales- Post Sales Solutions Design / Engineering
• Experience leading teams and large projects
• Experience deploying, administering, and troubleshooting TDM and VOIP telephony infrastructure, analog and digital circuits and related hardware, and voice related products such as conferencing, voicemail, ACD, etc.
• Worked on MPLS-based on-net calling solution.
• Designed and Deployed Nielsen TV Ratings call center with 52 toll free numbers.
• Experience performing successful voice product upgrades, both legacy and modern.
• Experience integrating disparate voice technologies and schemes into a single environment and global dial plan.
• Experience maintaining a voice and data infrastructure in an industrial environment.
• Have the ability to manage priorities for timely completion of assignments despite challenges.
• Worked as a Global VOIP Lead for Nielsen with over 400 offices and 25 vendors of voice.
• Responsible for designing and implementation of customer’s network infrastructure, Setup VOIP network CCM 4.x, CUCMBE 7.x, and CUCM 6.X, Cisco Unity Connection 7.0, Cisco Unity 5.0, Cisco Unity 4.2, Cisco Call Manager Express 4.x and 7.x, and Cisco Unity Express 3.2, 4.x, 7.x.
• Designed and Deployed Cisco VOIP infrastructure in 60 cities around the globe some of the major ones are Nielsen Sunnyvale (US), London (UK), Toronto (Canada), Shanghai (China), Costa Rica (LATAM) and Chili(LATAM) offices, Connecticut (US), Moscow and Texas (US), Singapore,,Warsaw(Poland), Prague (Czech), Germany, Mexico city
(Mexico)
• Designed the Global Dial Plan solution for 60+ Nielsen offices around the globe
• Designed and Implemented VOIP trunks between North America, UK and China.
• Upgraded Cisco Call Manager and Cisco Unity from 4.x to 7.x.
• Helped negotiate hardware, software, and circuit contracts for customers. KEY HIGHLIGHTS: Called into
“broken” Nortel telco environments
and took initiatives to drive
on remote support
structure that more
gaps, and minimized
expenses
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• Configured and implemented Remote Access Solution, and site to site VPN solution..
• Planed, Designed and Maintained BCP (Business Continuity Plan), based on BGP technology.
• Maintained best practices network standards & necessary guidelines for IT Operations Team
• Assists with planning, identifying and analyzing the costing considerations of upgrades as well as new network deployments.
• Maintained Data Center of about 1000+ servers.
• Maintained Wireless Network, for internal and guest users.
• Managed multi-protocol global networks consisting of 13000+ nodes and oversee twenty-person team responsible for all aspects of VOIP communications (i.e. project/task planning, provisioning, building, off-site testing, administering, progress tracking, operations, troubleshooting and maintenance) for business units in North America, Canada, LATAM, Europe, China and Asia.
VALUE-ADDED RESULTS:
STREAMLINE IT ARCHITECTURE: Created strategy and plan to consolidate more than dozen data centers, 8000+ servers, and 50 0+ applications. Piloted server architecture to reduce the number of servers 60+% in 12 months.
MIGRATED NORTEL BASED TELEPHONY SYSTEM TO CISCO VOIP: Planned strategy that offers a road map for migrating Nortel based analogue Telephony system to Cisco IP-Based PBX. DROVE DOWN COSTS: Restructured faulty outsourcing model, resulting in 10% lower costs and 30% improved uptime. Developed hosting strategy with projected 20% cost savings. Slashed budget from 5% to 3.5%. REVAMPED IT OPERATIONS BY EXTENDING SUPPORT TO 24/7: Prepared organization to embark upon an outsourcing effort in order to increased customer support hours to 24/7. Developed an in-depth plan for the transfer of information that includes the detailed identification and documentation throughout the process USPS ( Tata Communication) – Montreal, CA 2003 – 2005 Tata Communications formerly called VSNL is a global provider of telecommunications solutions and services, reported revenue 2.9B Sr. Network Engineer
Led charge to design and implement interim customer support center of about 200+ reps for USPS in Montreal with a thorough plan of smooth and complete transition to a fully-fledged offshore delivery partner.
• Designed and Implemented call center of about 200 agents.
• Designed and Implemented Interactive Voice Response System
• Designed and implemented extranet VPN with business partners through IPSec technology and coordinated information management of data communications joint venture.
• Designed and implemented VLAN on local LAN and created/deployed cost-effective multiple layers of Internet redundancies with local provider
• Designed and Implemented Data and Voice Recovery Plan.
• Installed and configured Windows 2003 R2 Domain Controller and Linux proxy server.
• Established and constructed server/workstation in MS Windows XP environment and created daily, weekly and monthly backup schedules using MS backup software, DAT tape drives.
• Built site-to-site VPN network that enabled agents, project manager to access client applications, such as knowledge base, ticketing system etc.
• Constructed disaster recovery procedures and designed implemented and maintained TCP/IP, DNS, DHCP/WINS Muhammad Qazafi Page 6 of 5 513-***-****
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servers, cluster systems and security infrastructure/tools.
• Acts as primary escalation point for Network Data and Voice issues VALUE-ADDED RESULTS:
DROVE IT/BUSINESS ALIGNMENT: Realigned IT with business strategy and created 3-year IT strategy enabling smooth transition and successful knowledge transfer to the offshore team.
STRENGTHENED PERFORMANCE: Cut budget from 10% of revenue to 8% while improving services, increasing uptime and expanding headcount. DEPLOYED SECURITY STRATEGY: Deployed security strategy and built awareness and understanding of what the security policy’s purpose is, how it benefits the organization. MASc. Electrical Engineer – Concordia University, Montreal, CA Canadian Council of Professional Engineers (CCPE), Member of Cisco Customer Connection Program KEY HIGHLIGHTS: Design and
Implement USPS offshore
customer service call center to
support 30k+ monthly calls.
Strengthened morale, improved
customer satisfaction, built cross-
organizational partnerships.
Analyzed and controlled costs
associated to vendors, perform
regular audits and trend analysis
that ensured alignment with
budget, productivity and quality
goals
EDUCATI ON
PROFES SI ONAL AFFI L I ATI ONS
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